Manager Customer Service

FIRAS “MORRIS” ELOWE

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QUALIFICATIONS PROFILE

Innovative, multifaceted, and dynamic professional, with over 16 years of distinguished career in international relations,

business development and coordination, executive management, multicultural; awareness, and technical support.

Powered with outstanding operational and managerial background, along with exceptional communication, analytical,

leadership, and problem-solving skills. Demonstrated efficiency in assuming high-profile roles, rapidly increasing sales

performance, and generating repeat business. Bilingual in English and Arabic with knowledge in five Arabic dialects.

Highly effective at multitasking in fiercely competitive and fast-paced environments, coupled with proven reputation of

uncompromising devotion to service and effectiveness at executing policies and procedures to optimize competency.

Versatile with excellence in establishing domestic and international communications (Written and Verbal), and building

effective work relationships with a variety of decision makers.

Acknowledged for unparalleled dedication to deliver management and mainta ining the highest degree of integrity in all

relationships and transactions.

CORE COMPETENCIES

Business Operations and Management Personnel Coaching and Management

Coordination and Consultation Human Resource Administration

Project Management Market Research and Development

Strategic Planning and Implementation Customer Service and Relations

Budgeting and Costing Management Rapid Conflict Resolution

Sales and Accounting Operations Cross-Functional Leadership and Team Building

PROFESSIONAL EXPERIENCE

Omni2Max, Inc. (a professional technical service firm)

DIRECTOR OF INTERNATIONAL OPERATIONS San Diego, CA, USA 2013

Spearhead and accomplish international research for potential projects associated with network solutions, global

positioning system, logistics, and other projects under government agencies and United State s embassies in the Middle

East. Analyze market trends to determine competition and risks to develop long-term goals and tactical strategies toward

global expansion and rapid growth.

Notable Accomplishments:

Expertly analyzed and directed diverse high-level projects worth more than $10M.

Successfully completed international research utilized by the CEO in making sound decision on various

projects for global expansion; built more than 100 connections with government and private personnel, as

well as corresponded with international organization for potential projects.

Established efficient communication and promoted company services with major companies through

proactive involvement in various workshops as well as networking and business events.

Optimized operational efficiency by cultivating productive relationships with domestic and global service

providers, government entities, and professional organizations.

Jessamine Life, Inc. (California-based business services company)

INTERNATIONAL OPERATIONS COORDINATOR San Diego, CA, USA 2011–2013

Optimize and supervise daily international operational activities; and conduct extensive research and development to

new business opportunities with new strategic partners. Work on a $350M project in the Middle East, as well as various

government projects, which include wide-ranging market research and database development within the United States

and Middle East. Focus on building the company image and strengthening competitive advantage through strategic and

positive relationships with government and private entities.

Notable Accomplishments:

Developed and led over 100 contacts through effective communication with an international organization;

consequently providing seamless overseas business transactions and future references.

Pioneered and implemented a communication strategy for efficient me ssage delivery

Maintained constant communication with prospective companies within the United States to consistently

guarantee future cooperation in the global arena.

World Trade Center San Diego (Southern California’s leading international trade associat ion)

INTERNATIONAL RESEARCH ASSOCIATE San Diego, CA, USA 2011–2012

Assumed full accountability in preparing and presenting files and reports for WTSCD members and business, as well as

in drafting documents, flyers, and translations. Conducted international market research on water treatment companies

in 14 countries, along with the potential to source out prospective business.

Notable Accomplishments:

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Established and maintained local and international communication with various levels of management built

on trust, communications, and professional approach.

Authored comprehensive country and water reports of Middle Eastern countries which significantly

provided information on financial situation and stability, taxes, development, trades, pe ople, economy,

market suitability, and governance; successfully assisted stakeholders in expanding their business.

Master-planned and conducted three international events and five members’ presentations for 20 to 500 attendees.

Empire Holding LLC (a private construction firm)

SENIOR PROGRAM COORDINATOR Amman, Jordan 2006

Built and established the company; and p resided over the planning and preparation of meetings with international and

local firms to discuss the possibility of investing and participating in numerous construction projects across Jordan and

Iraq. Provided expert leadership and support to company headquarters, chief executive officer (CEO), and executive

management teams in implementing required research and professional services on company establishment,

communications, new employee training, vendor relationships, office equipment, and supplies.

Notable Accomplishments:

Earned recognition as the second top employee after the CEO accounted for setting up and implementing

setup business strategy, communication, organization, and monitoring initiatives .

Successfully identified over 200 qualified companies for the $250M project and selected 60 of the most qualified

through comprehensive research and oversight on multimillion-dollar construction companies worldwide.

Substantially reduced costs and achieved best prices and services to the company through purchasing

strategy development, as well as outstanding purchasing and negotiation aptitudes.

Accomplished business expansion by preparing and presenting market and product reports to the CEO.

Earned commendation for outstanding program coordination and business results in 2006 as reflected in

receiving a reward from the CEO.

Nokia-I2 (leading and most divers mobile phones provider across the country ) 2003–2005

OPERATIONS MANAGER Amman, Jordan 2005

Proficiently drafted administrative policies and procedures on customer service, maintenance, and em ployees’ working

hour concerns. Accomplished daily office operations, such as answering phone calls, resolving customer inquiries, and

preparing administration documents, invoices, shipping documents, and inventory. Controlled and monitored adherence

to internal procedures for fast and effective delivery of new and swap cell phones, and parts to all shops and sub -dealers.

Notable Accomplishments:

Expertly designed and executed a new inventory tracking syste m that completely eliminated losses, saved

time, and increased delivery performance, profitability, and customer stratification.

Accelerated growth by managing and evaluating the performance of 15 technical engineers’ performance,

identifying major elements, and increasing performance through expert supervision of company stores and shops.

Leveraged technical skills in building and maintaining a database for all department parts and transactions

which aided in reporting inventory status to the manager.

Effectively directed the service center warehouse of cell phone components and repair parts .

OFFICE MANAGER Baghdad, Iraq 2003–2005

Ensured optimal team performance and capability by rendering daily leadership, coaching, and development initiatives.

Oversaw the entire aspect of office administration and general business operations, such as facilitating 73 office staff members

as well as headquarter offices and five stores. Created and introduced personnel rules and regulations; and interpreted and led

human resources-related provisions of collective bargaining agreements. Facilitated support functions, which included general

labor, security, and transportation; supervised supplier’s accounts, transactions, negotiations, and recruitment.

Notable Accomplishments:

Received a reward and thank you letter from the company’s CEO for progressively building and cultivating

strong foundation for the company’s growth in 2005.

Earned recognition and gratitude reward for achieving 110% of target goals and demonstrating outstanding

dedication and work performance.

Played a vital role in directing the office remodeling project to present a more professional appearance,

improve space utilization, and streamline foot traffic initiatives.

Worked collaboratively with the CEO in creating business strategies and chief financial officer (CFO) in

establishing administration and employee performance strategies.

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Al-Obaidi for General Trading and Marine Services (formed through merger of Al-Obaidi for the Marine Service and General Trading)

EXECUTIVE MANAGER Baghdad, Iraq 2001–2004

Recruited, trained, and supervised the office staff of 14, results-driven members. Rendered administrative oversight to all

government and regulatory compliance issues companywide. Conducted general accounting functions; monitored bank

transactions; conducted daily deposits; and efficiently tracked all financial records, assets, and revenue reports.

Notable Accomplishments:

Received reward and recognition from the CEO of Al-Obaidi Marine Service for outstanding work, excellent

leadership, and good critical thinking and decision making aptitudes in 2003 .

Successfully made it possible for the company to oversee, reinforce, and foster international communications

and transactions.

Oversaw the establishment process for one of the commercial buildings through the entire construction

management process, from planning and supplying, to successful completion and revenue collection.

EARLIER POSITIONS HELD

Siemens Experience for Medical Equipment

ADMINISTRATIVE MANAGER Baghdad, Iraq 1999–2001

Intermediate Petrochemical Industry IPI

ADMINISTRATIVE MANAGER Baghdad, Iraq 1998–2000

EDUCATION

MASTER OF BUSINESS ADMINISTRATION, WITH SPECIALIZATION IN GLOBAL MANAGEMENT (GPA: 3.9/4.0): 2012

University of Phoenix San Diego, CA, USA

Graduated with honors and scholastic achievement

BACHELOR IN BUSINESS ADMINISTRATION, MAJOR IN ACCOUNTING: 1996 Al-Mustansiriya University, Baghdad, Iraq

PROFESSIONAL DEVELOPMENT

Building Influence as Human Resources Leaders: 2013 Succession Planning and Talent Management: 2013

Accounting I and II: 2010 Computerized Accounting using QuickBooks: 2009; 2010

Licensed Tax Preparer: 2009 Training and Practice Program (Organizing and Auditing of Accounts): 1998

LIST ACCOMPLISHED PROJECTS

OF

World Trade Center San Diego, CA

2012 California State Trade & Export Promotion (STEP) Water Terms Glossary in English and Arabic

Water Exports to the Middle East, North Africa, and India (WEMI) Country Reports and Market Analysis

2011

for Iraq, Jordan, UAE, and Tunisia Water Reports for Iraq, Jordan, UAE, and Tunisia

University of Phoenix San Diego, CA, USA

2012 Case in Cross-Border Management Coca Cola's Implementation Strategy

Strategy for Implementing a Leadership Change for Gene Biotech Industry The Monetary Authority in the

Hashemite Kingdom of Jordan The Kingdom of Saudi Arabia and the Concept of Comparative Advantage

Market Structures for Quasar Computers Financial Statement Analysis for Anheuser-Busch InBev

2011 Design a Flowchart Production Process & Bottleneck/Automotive Keyless Entry Fob Supply Chain

Management–VW–DRB–Hicom Process Design and Improvement Plan Marketing in the Hashemite

Kingdom of Jordan Inniskillin Ice-Wine Market Entry and Channel Strategies in UAE Marketing

Communication Tactics/Internet Advertising in the UAE Canadian Ice-Wine Market Research in UAE

AFFILIATIONS ACTIVITIES

AND

Delta Mu Delta (International Honor Society in Business) University of Phoenix Alumni Association

World Trade Center San Diego Alumni Network World Trade Center Alumni Association

BD Executives–International Business Development Community EUROPE–Import, Export, Trading

Global Executive Training and Development Association (GETDA) International Business International Development

International Trade Training Center International & Global Market Development Professionals Trade Americas

The Global Business Development Network University of Phoenix School of Business

Global Sales & International Business Advisory

TECHNICAL ACUMEN

Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook Express) Microsoft InfoPath Microsoft OneNote

Microsoft Access Graphics Design and Editing Tools (CorelDraw 10, PhotoImpact, and Adobe Photoshop)

Operating Systems (Windows and Mac OS) QuickBooks Planning Pro Internet Applications

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